Technical Support Specialist

4 meses atrás

Lisboa, Portugal D-EDGE Hospitality Solutions Tempo inteiro

WHO WE ARE:
Have you ever booked a hotel online? Then you’ve probably used D-EDGE without knowing it.

Mission \uD83D\uDE80: Every day, we help more than 18,000 hotels worldwide to develop their online visibility and sales through leading-edge cloud-based e-commerce solutions.

As a subsidiary of the Accor group, D-EDGE simplifies the life of independent hotels and hotel chains alike.

Figures \uD83D\uDCCA : D-EDGE Is the European No1 and World No3 hotel distribution technology provider in hospitality. With a team of more than 500 experts located in over 20 countries, D-EDGE provides localized support, services, and tools. With its global network of 500+ partners, D-EDGE’s ever-expanding ecosystem is a positive place to do business and grow.

Values\uD83D\uDE0D:
At D-EDGE we are driven by these 4 key values:
We care about people #PEOPLE FIRST

We dare to share #OPENCOMMUNICATION

We embrace change #ADAPTABILITY

We go the extra mile #GO BEYOND

\uD83E\uDDD1‍\uD83E\uDD1D‍\uD83E\uDDD1ABOUT THE TEAM:
You will be joining the Technical Support South Europe team composed of 8 people.

You will be reporting to Cesar ANTON who is Head of Technical Support South Europe.

The Customer Service department is at the heart of our value proposition. The teams supports our clients in their activities. They carry out onboarding and training for new customers (or existing customers integrating new products) and provide a level 1 technical assistance and incident resolution service. When necessary, they escalate to levels 2 and 3.

To be as close as possible to our customers, the teams are located in each of our 22 offices, and the assistance can be reached more than 10 hours a day, thanks to a rotation of the teams, including weekends.

The Technical Support team's main objective is to be our client's first point of contact when they experience technical difficulties.

\uD83D\uDCBB YOUR SCOPE:
Technical Support:
Provide technical support helping customers within the D-EDGE Suite of products.

The team is the first point of contact for customers’ technical requests..

\uD83C\uDFAF WHAT YOU’LL BE DOING:
Technical Support:
As the first contact, the Technical Support Specialist is in charge of answering incoming phone calls

Create / Take ownership of cases in Salesforce proactively

Investigate & solve customers’ issues in the shortest possible delay

Provide prompt, professional and customized assistance to clients seeking advice on the use of D-EDGE products (both FB/AVP hybrids solutions and single AVP/FB products) ;

Increase knowledge, awareness, and autonomy of clients on the use of these products;

Manage clients’ complaints concerning the issues with our suite of tools

Resolve product issues by understanding, determining the cause of the problem, selecting and explaining the best solution to solve the problem

Once all checks are done, collect all needed info in order to escalate unresolved cases to higher level (only trained agents are in charge of escalation to Level 2)

Train, mentor and shadow Junior colleagues, use acquired experience and knowledge to guide the junior agents.

The job has been tailored for you if: \uD83E\uDD84

You have a high sense of customer relationship

Fluent in Portuguese (mandatory) and english

Excellent communication skills

Ability to work with others in a close manner

Good multi-tasking skills

Able to react effectively and calmly in emergencies

The icing on the cake: \uD83C\uDF70

Fluent in other languages

Experience with b2b technology companies or hotels

Knowledge of the Hospitality, GDS or OTA

Efficiency in Excel, MS Word, Salesforce CRM

Google Suite

Support, Training, and teaching experience is a plus

WHY YOU WILL LOVE US \uD83D\uDC9C

D-Edge is Remote Friendly : 2 days in the office / 3 days remotely

Vendredi: Access a network of certified nonprofits to get involved in

Career development: we want you to progress and be free to choose which direction you want to grow. There are also opportunities for internal moves.

D-Convention \uD83C\uDF89: This is THE event that D-EDGERS are looking forward to

D-Summer Party \uD83C\uDF78: Annual meeting to spend a fun and friendly moment with all D-EDGERS

**\uD83D\uDC9C WHY YOU’LL LOVE US**:

- D-Edge is Remote Friendly : 2 days in the office / 3 days remotely
- Meal Allowance according to Portugal poliy
- Accor Employee Card: Discount on hotel bookings
- Vendredi: Access a network of certified nonprofits to get involved in
- Career development: we want you to progress and be free to choose which direction you want to grow. There are also opportunities for internal moves.
- D-Convention \uD83C\uDF89: This is THE event that D-EDGERS are looking forward to
- D-Summer Party \uD83C\uDF78: Annual meeting to spend a fun and friendly moment with all D-EDGERS

**\uD83E\uDD1D RECRUITMENT PROCESS:
1. Telephone interview with HR Officer

Let's get to know each other (~30 or 45 minutes)

2. First interview with Head of Tech

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